Business
8x8 Boosts Customer Engagement with New AI Enhancements Across CX Platform
New AI-powered capabilities, rising adoption, and strategic customer wins reinforce 8x8’s position as a global leader in intelligent customer experience
About this update from 8x8 Inc
[{"type":"text","content":"\nNew AI-powered capabilities, rising adoption, and strategic customer wins reinforce 8x8’s position as a global leader in intelligent customer experience\n\n\n CAMPBELL, Calif.--(BUSINESS WIRE)--\n8x8, Inc. (NASDAQ: EGHT), the industry’s most integrated platform provider for customer experience (CX), is fast-tracking the next phase of AI-powered engagement by expanding intelligent automation across its platform. By unifying contact center, unified communications, and communications APIs into a single, AI-enabled platform, the 8x8® Platform for CX empowers organizations to deliver personalized service, improve efficiency, and drive smarter collaboration.\n\n\nCustomer adoption of 8x8’s AI-powered solutions continues to grow at pace, with 8x8 Intelligent Customer Assistant™ customer contracts increasing 75% year-over-year in the first quarter of fiscal 2026, which ended June 30, 2025.\n\n\n“We’re entering a new era of customer experience – one where AI doesn’t replace the human connection, it elevates it,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “Our platform delivers AI that’s usable, flexible, and proven. The 8x8 Platform for CX helps teams work smarter, serve faster, and deliver real results. These momentum metrics show more than growing customer engagement; they’re validation of our customer-first approach to innovation.”\n\n\nAI Adoption Momentum\n\n\nAs of Q1 FY26, customers are accelerating their use of AI across the 8x8 Platform for CX:\n\n\n\nCustomer contracts for 8x8 Intelligent Customer Assistant for digital and voice self-service and AI auto attendants increased 75% year-over-year, helping to drive the overall growth in AI-based customer experience solutions.\n\n\n\n8x8 Intelligent Customer Assistant digital, voice and auto attendant AI interactions grew 150% year-over-year.\n\n\n\nVoice AI interactions increased 7X year-over-year, representing more than three quarters of all AI interactions in FY26 Q1.\n\n\n\nAI auto attendant interactions powered by 8x8 Intelligent Directory increased over 21X quarter-over-quarter.\n\n\n\nAPI Growth Driving Multi-Channel Engagement\n\n\nOrganizations are also increasingly using 8x8 communication APIs to engage customers across SMS, voice, and messaging apps:\n\n\n\nThe total number of 8x8 communication API customer interactions in the first quarter grew over 39% a...